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CS Insights Researcher

  • Los Gatos, California
  • Customer Service

We are looking for an CS Insights Researcher who can craft research to explain the whys behind trends in Netflix CS and business metrics using the millions of conversations to our call centers. The CS Insights Researcher serves as a valued member consultant, whose voice carries weight, to  help us better understand the key challenges and concerns our future and current members have. This person will partner with CS stakeholders to help them understand what members care about and make decisions that will improve the customer experience in all our markets by crafting actionable recommendations. This person will be an enabler of the use of text analytics by evangelizing our toolkit inside and outside of the team as well.

Has a strong background in text analytics:

  • A customer listening expert - well versed in the fundamentals of customer feedback listening using tools such as Crimson Hexagon, Sysomos, Netbase, Brandwatch, Signum
  • Can apply those fundamentals customer feedback listening to speed up development of Netflix CS own text analytics solution
  • Can train customer experience analysts in the use of Netflix own solution and the correct interpretation of the results
  • Fluent in topic modeling - proficient in crafting advanced queries that cast a wide net but weed out irrelevant chatter

Filters efficiently signals from noise

  • Can articulate the ‘why it matters’ coming from research with clarity and precision directly and with confidence to stakeholders
  • Can effectively balance precision and coverage to mixing text and voice-based customer feedback analysis
  • Can write concise, thoughtful summaries on short timelines

Continuously improve insights gathering capabilities on behalf of team

  • Manages and coaches a group of Customer Experience Analysts on best practices in interpreting unstructured data coming from call recording and test analytics by conducting regular training sessions

Essential qualifications:

  • At least 4 years of running quantitative research from customer feedback, pulling data and assessing results in a more scalable way at a global brand or agency
  • A text analytics native - 3 years hands-on text (social listening) analytics product experience combined with qualitative studies as a researcher
  • Experience in working with global teams across different timezones
  • Bachelor’s Degree required
  • Proficient in presentation, spreadsheet or word processing software (ideally some experience with the Google Drive suite)
  • Experience presenting / socialising insights at all levels of an organisation (and esp. to non-researchers)
  • Familiarity with customer service environment a huge plus
  • Familiarity with BI software (Tableau ) a plus
  • Proficiency in English, and an additional Asian/European language a strong plus

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